In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%. 

Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment. 

Is social CRM just hype or is it really worth your business's time? Read this eBook from SearchCRM.com for expert advice. 

Tape remains the most cost effective, energy efficient and reliable program technology for storing large amounts of inactive, off-line or near-line data while complimenting disk-based data protection and retention solutions. Read this paper and find out why. 

This report from Deloitte argues businesses are again investing in IT to provide the differentiation and innovation critical from their competitors despite the downturn. 

SAP shops have long been using the Workflow module to automate processes controlled by the SAP FI module. Customers are looking to extend SAP Workflow to derive more value from SAP systems in place. Learn the benefits and challenges of using the SAP Business Workflow module as well as tips for planning a successful Workflow strategy. 

Although pay levels are unlikely ever again torise as fast as they did at the end of the 1990s when fears about the “millennium bug” stoked thefires of an already over-heated job market – or to fall as fast as they did when the bug failed to bite– employers are acutely aware of the need to keep a close eye on short- and long-term pay trends. 

<p>Purchasing new hardware may seem counterintuitive to reducing data center power costs. But server upgrades can enable significant energy savings. Learn about various hardware configurations and their key performance characteristics here.</p> 

Database security is the last line of defense, so it deserves greater focus on the protection of private data from both internal and external attacks than IT pros have traditionally given it. Read this paper to learn what steps you can take to improve database security in your organization. 

The Internet enables prospects to search for you rather than the other way around. You must place expertly crafted content wherever prospects might be searching. Marketers are leveraging a new methodology called Intelligent Content Strategy to attract more prospects that are looking for their solutions. 

IT considerations are not given adequate attention or rigour in the due diligence prior to mergers and acquisitions, this report from Ernst & Young reveals. 

Communications needs for many organisations are changing rapidly. Internally, there are always new technologies appearing and changes in working styles to deal with but there is now, increasingly, the influence of more social and consumer choices affecting the officially deployed systems. 

If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.